J.Kevin O’Hearn
Commonwealth Financial Network
Medford,Massachusetts
28
years of professional experience
Client service representative with over 12 years of experience in the financial service industry. Managed a territory of sell side brokers who provided their research and quantitative data to our products. Sent client usage and activity reports to the brokers. Knowledge of SharePoint, Salesforce, PeopleSoft CRM and BOS reporting tools.
Work History
Service Center Representative
15 Years 3 Months- Served as first point of contact for our advisors and their staff members. Assists with their day to day operations from resolving problems to providing guidance on our systems and resources. Deliver indispensable customer service by communicating directly with our advisors offices by phone and email. Finra 7, 66, CRPS and AIF
- Acted as project manager for the 2014, 2015 and 2016 Year End Processing Guide. Worked with our operations team to set deadlines for year end processing and worked with our Marketing team to update our website and send communication to our staff members.
- Served as the Retirement Operations/Consulting liaison for the Service Center since January 2013. Informed the Service Center of any hot topic or upcoming events in Retirement Operations that will have an impact on the Service Center. Manages the Retirement Operations wiki page to ensure the Service Center has resources need to handle Retirement Operations/Consulting inquiries. Awarded Service Center liaison of the year in 2013, 2014 and 2015.
Broker Relations Representative
10 Years 6 Months- Acted as broker relations contact for 50 brokers, including Goldman Sachs, Morgan Stanley, Citi and Morgan Keegan. Provided high quality support as single point of contact for all contributor production, distribution, and operational issues. Signed on new brokers to contribute their research and quantitative data to our platforms. Trained contributing brokers on Thomson, Reuters and Starmine products. Escalation contact for issues from Broker Support, Entitlement Support and Earnings Estimates group
- Acted as point person for the Wall Street Journal’s annual Analyst survey. Coordinated with the WSJ and eligible analysts on notification of when the survey opens and until publication
- Worked with Sales group in selling the 2711 FASB accounting tool to sell side contributors
- Coordinated with brokers on consolidating data feeds on the Thomson, Reuters and Starmine platforms
- Created and provided user support for client usage reports for North American contributors
- Created documentation for all Broker Specialist responsibilities for incorporation into new hire training
- Set up new contributors and users in Thomson One database
- Managed issue resolution for Internal Broker Support Representatives
- Performed editorial review of incoming research to ensure high quality and searchability on Thomson’s products
- Resolved submission and document retrieval issues over email and Broker Support hotline
- Promoted from Internal Broker Support Representative to Senior Representative after one year of employment
Service Team Supervisor, Operations
1 Year 9 Months- Supervised phone representatives on the East Coast Service Team. Ensured that representatives provided accurate information to brokers, back offices and clients
- Coordinated directly with the marketing department to ensure interdepartmental synergies
- Managed issue resolution related to commissions and sales charges
- Assisted in the hiring and training of new employees
- Provided account information such as price, yield and performance figures to broker-dealers
- Operated as back office liaison for specific brokers and settled purchases, redemptions and exchanges through FundServ/NSCC
- Served as direct contact for the Wright Mutual Funds Trading desk
- Executed daily purchase, redemption and transfer transactions
Education
B.S. - Sociology
Activities – 4-year member of varsity golf team
PROFESSIONAL DEVELOPMENT
- Dale Carnegie: Effective Communications and Human Relations Course
- Dale Carnegie: How to Communicate with Diplomacy and Tact Seminar
Timeline
Service Center Representative
Commonwealth Financial Network
07.2011 - CurrentRead More
Broker Relations Representative
Thomson Reuters
06.2000 - 12.2010Read More
Service Team Supervisor, Operations
Eaton Vance Management
09.1998 - 06.2000Read More
Salem Sate University
B.S. from Sociology
Read More